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Agiloft ITSM ITIL Service Desk Suite vs Clarity SM comparison

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Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
640
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Agiloft ITSM ITIL Service D...
Average Rating
10.0
Number of Reviews
1
Ranking in other categories
IT Service Management (ITSM) (39th)
Clarity SM
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
107
Ranking in other categories
Help Desk Software (19th), IT Service Management (ITSM) (20th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
it_user536637 - PeerSpot reviewer
Lead IT Manager at a tech services company with 10,001+ employees
We use it for handling requests. It has reduced the IT staff required.
Handling requests - Technical service requests: hardware, software not working - Account requests: new/modify account requests to various systems - Software requests: of all types from our staff - IT related assets: hardware controlled by IT - All types of technical abuse complaints: ie copyright - Surveys about the follow-through of the staff to requests entered in the system
Türker Kara - PeerSpot reviewer
Application & Software Architect at Turkiye Finans Participation Bank
Quite good back-end architecture for end users but the API is very, very bad
Our company uses the solution for system, program, service request, change, and knowledge-based management.  We perform CMD authorizations and use a lot of integrations for our in-house or third-party applications. We also use Salesforce automations and Microsoft orchestrations.  We have about…

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"One of the most valuable features is the error handler, as this command has helped me design bots that can handle multiple errors and exceptions."
"The tech support for Automation Anywhere has been really good, so far. We haven't had to call them very much, but when we have, we have received a good response."
"I would rate Automation Anywhere a ten out of ten."
"With RPA, specifically with Automation Anywhere, it has really helped us engage with those clients and achieve the results that they want."
"The features that help us satisfy the needs of the customer to overcome mundane activities using task bots and meta bots are the most valuable along with the rich controls in the control room. The developer team is able to capture all the necessary steps without much hassle with the visual designer and the ability to test each step of automation has helped in delivering error-free automation to our customer."
"The features like IQ Bot and Metabot have helped our organization to gain business trust and provide a greater number of unique solutions to our clients for complex projects."
"Human errors have been rectified due to bot usage."
"We had an old ERP which required human interactions because of the lack of a system, and what we did is have the robotics read an invoice and plug it directly into our ERP, avoiding the extra steps, saving about an hour-and-a-half a day and 20 percent of an FTE."
"We were able to reduce the IT staff from 4 to 1.5 FTE, to handle the 2500/monthly requests."
"We can search open and closed cases to find what we have done in other incidents."
"User satisfaction has improved dramatically for our customers."
"CA Service Desk Manager has helped us publish our service and provide better service to our users."
"I’ve implemented, configured and managed this system for hundreds of clients and I trust it."
"Hands down, the premier feature of the CA platform is the integrated nature of that platform."
"It helps when you have an incident or performing a problem change management process."
"It keeps all of our changes in one spot, so it's easy for management to see any given changes that are happening, and how they cross pollinate with CMDB."
"It allows IT to handle users on a personal basis. It allows IT to have a name and a face, and we interact with the end-users."
 

Cons

"One aspect I wish to mention regarding needed improvements is that Automation Anywhere currently works only on Windows systems."
"The vendor should increase the training and other engagements with users before they acquire the platform, as this will simplify its usage further and ensure that there no hindrances in using the platform."
"It would be great if they provide installation documents that are easier to understand, place more focus on capturing the fields, and most importantly, concentrate more on the OCR capability."
"There have been many instances, particularly in my previous organization where we did a lot of development in Automation Anywhere, catering to clients like CPA firms in America, where we raised tickets for solutions but did not always find a satisfactory resolution, despite connecting over a call."
"I could personally use automated testing, which we currently do not have in Automation Anywhere."
"The initial setup for the program was not straightforward. It was definitely complex."
"The website can be buggy at times, and I would like to see improvements in latency and slow response times."
"We have had a lot of issues using Automation Anywhere and find ourselves stuck."
"The GUI looks a little dated."
"If you're looking comparably and relatively across Service Catalog that runs in the process management space, CA fell behind."
"One area that this product can improve is in the mobile user aspect."
"We periodically run into issues with the stability of the application."
"Report solutions are a little short."
"Sometimes we would like things to be a bit easier. I think the reporting could be something that would help and I think this happens with most of this sort of product is that you need a lot of reporting on these sort of solutions."
"The CA products integrate well together but I would like to see better integration with third-party solutions."
"I would like to see the API cleaned up. Right now, because of the way CA works, they combine a lot of applications. But the API is a mess, it's hard to navigate, hard to figure out."
"There are some functions I have seen from its competitors that I would want CA SDM to have."
 

Pricing and Cost Advice

"The ROI is really good. We have saved time and money."
"One of the key features that we chose, the bot as a service or the BotFarm, when they launched version 11.3, they decided not to have the BotFarm anymore. This put us in a situation because we expected to have bots on demand, just like our cloud software. This would have been cost efficient for us to use. We hope to see this again being realized with A2019. I hope the scalability from an on demand basis improves."
"I have heard that Automation Anywhere is expensive."
"If it is saving FTE and Generating a good ROI then it is Worth Investing."
"I believe it is $10,000 for Bot Creator."
"There is a free trial so that they can get an overview, and there are different licenses that are very affordable and can suit every business model."
"I am using that Automation Anywhere Master Certification for version 11. Recently, this has been updated in Automation Anywhere University. Until this month, it's free to use. There are no charges. That's why I would like to complete it this month."
"Our annual licensing costs are about $500,000."
Information not available
"I think pricing of this model is suitable for growing corporations."
"The pricing is based on a subscription model."
"Pricing is simple, as it’s per concurrent analysts."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"I don't see anyone other than large companies being able to afford this system."
"The solution is quite reasonable compared to other solutions in the market."
"Clarity offers a perpetual license. Customers purchase the license once and then pay for maintenance. CA provides a subscription model as well. Both models are available for our customers."
"There is a subscripted needed to use Clarity SM. The price of the solution could be less expensive. ServiceNow is less expensive and BMC Helix is priced similar to Clarity SM."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Manufacturing Company
12%
Construction Company
11%
Computer Software Company
7%
No data available
Financial Services Firm
25%
Construction Company
13%
Outsourcing Company
9%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
No data available
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise15
Large Enterprise66
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
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Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
Agiloft ITSM/ITIL Service Desk Suite, Agiloft IT Service Management
CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
 

Interactive Demo

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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Affinity Development Group, ArcaTech Systems, Carestream Health, CareView Communications, Chester County, Chevron Corporation, Conde Nast, CSF International, DCG Systems, East Virginia Medical School, EMC, Hopkins County Board of Education, Hot Topic Media, Lattice Semiconductor, Lexnet Consulting Group
Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: June 2026.
900,644 professionals have used our research since 2012.